Part 2. Best practices for changing the culture of your organization
In Part 1 of this blog, Diversity and inclusion – best practices. Part 1. Diversity and inclusion: the terms and benefits explained, we discussed what diversity and inclusion in the workplace are and how companies can benefit from a diverse and inclusive policy. We also discussed how the Textmetrics B1 module can help you create job vacancies that everyone can understand, attract a diverse group of talent, and how using the gender check can prevent a male/female candidate bias.
But before you go ahead and use these tools, we would like to share four best practices for changing the culture of your organization to become more diverse and inclusive. Because it takes more than just our tools to be a diverse and inclusive organization.
#1. Inclusion is not just the business of HR
With the tools we offer at Textmetrics, the HR department of your company can actively contribute to the diversity and inclusiveness of your organization. But it’s a misconception that diversity and inclusion are exclusively owned by HR. For real change to happen, everyone in your organization needs to play their part. Creating a feeling of belonging, of being a part of the organization or a group of people, brings out the best in people. An inclusive workplace is a workplace where people feel welcome.
You need to make sure that the leaders in your company are aware of this and are able to show empathic leadership; leaders need to be able to tap into a memory of when they were excluded, shamed or interrupted, so they can apply those lessons in practice. Empathic leaders that know what it feels like not to feel like they belong and are better at creating conditions that promote inclusion on a daily basis.
#2. Inclusion requires behavioral change
Teaching employees what it means to be an inclusive organization isn’t enough. Old habits aren’t easily changed through one-off training. For a long-term behavioral change, employees need to be pointed to key moments during which they can build new habits and behaviors. To accomplish this, you can ask leaders to identify how their department, team or working group can change and what skills and information they need to bring about this change. This is way more effective than one-off training sessions because what you want is for employees to change their entire behavior, not just learn a new skill.
#3. Don’t ask employees to fit in
It’s a natural thought that you want people to fit in. In many companies, people who fit in with the company norms and standards are rewarded. When you want to create an inclusive workplace, however, asking people to fit in can be dangerous. Because if someone doesn’t fit in, they can feel excluded. And if you want to be inclusive, everyone needs to feel like they belong.
What you should do instead is help people in your organization thrive. Make them feel respected and valued for who they are, and give them room to contribute to their full potential. Letting go of the thought that everyone needs to fit in with the company norms and standards to make a successful contribution can truly help with becoming a inclusive organization.
#4. Consider what your brand says about the culture of your company
Becoming more inclusive doesn’t only happen inside an organization. If you want to become a more inclusive organization, it’s important to consider the relationship between what’s happening inside and outside your company. What does your brand say about the culture of your organization? This is where the tools of Textmetrics come in again. The B1 module doesn’t only help you create job vacancies that everyone can understand, it can also be used for all other written communication.
HR departments can use the B1 module to attract a diverse group of talent and make sure that job vacancies appeal to men and women alike. Communication departments can use it to make sure that your brand voice reflects the diversity and inclusiveness of your company. It’s only when the outside world also views your company as diverse and inclusive that real behavioral change within your organization can take place.
We are very proud to announce that Textmetrics will be attending the Digital Marketing World Forum Europe conference in Amsterdam on 25th and 26th November 2019.
It would be great to meet you at DMWF! Please visit us for a live demo at our conference booth no 69 in Elicium Centre, RAI Amsterdam. If you would like to plan a personal meeting please contact us by email at support @ Textmetrics.com.
Textmetrics is the growing content creation platform that enables you to create web content that matches your target audience. With the help of AI, Big Data and machine learning you will be able to receive real-time suggestions to write high quality content that converts.
Textmetrics, a young tech-company specialised in content consistency, today announced it has closed a new round of funding led by the East Netherlands Development Agency (Oost NL), with participation of existing investors and new investors Filsa EAF and Sornin9901.
Textmetrics enables organizations through its Software-as-a-Service (SaaS) to centrally control and continuously improve the effectiveness of their online and offline texts. Powered by machine learning and artificial intelligence, Textmetrics assists with real-time suggestions to write compelling content that persuades target audiences (eg. customer acquisition, personnel recruitment) and enhances brand loyalty.
The announced investment will be used to help the company accelerate its international growth by expanding its sales and marketing operations, and for growing its product development and customer success teams.
Textmetrics SaaS services are used by companies such as ING, Bol.com, Accenture, Volkswagen and Randstad.
Tim Markus, investment manager Tech at Oost NL: “Improvement of content quality is important for businesses. Textmetrics has a solution for businesses to optimize their content. We are pleased to contribute to the further development of Textmetrics. Growth of innovative companies like Textmetrics is essential to our regional economic development and local employment opportunities.”
Marcel Leeman, CEO at Textmetrics highly values the closing of this financing round. “This investment allows us to meet fast-growing customer demand for our services and to continuously add new functionalities. We welcome our new shareholders.”
Textmetrics, a Arnhem, the Netherlands based young tech-company specialised in content consistency, enables organizations through its Software-as-a-Service (SaaS) to centrally control and continuously improve the effectiveness of their online and offline texts. Powered by machine learning and artificial intelligence, Textmetrics assists with real-time suggestions to write compelling content that persuades target audiences (eg. customer acquisition, personnel recruitment) and enhances brand loyalty.
For more information, please visit www.textmetrics.com, or connect with us on Twitter or LinkedIn.
About Oost NL
Oost NL (East Netherlands Development Agency) is an agency that focuses its activities and projects on strengthening and stimulating the economy of the provinces of Gelderland and Overijssel, the Netherlands. Oost NL supports starting and growth-phase SMEs. This is done partly with risk capital from various revolving innovation funds, and partly through OostNL knowledge and networks. Through the revolving funds OostNL provides for direct as well as indirect investment and takes care of the fund management. In addition, public and private investors are stimulated and supported.
About Filsa EAF
Filsa EAF BV is a joint venture between FILSA BV and the European Angel Fund. It selectively invests in fast-growing early-phase companies in the Cleantech, Telecommunications, Internet and IT sectors that want to gain market share in the B2B markets with innovative services and that want to internationalize.
Sorning9901 (‘s Hertogenbosch, the Netherlands) is an investment fund founded by Arjen Heeres with focus on co-investments in Tech Companies featuring international growth potential.
Part 1. Diversity and inclusion: the terms and benefits explained
Diversity and inclusion are among the hottest topics of 2019. More than 75% of Fortune 1000 companies pay specific attention to these topics by appointing Chief Equality Officers and implementing diversity initiatives. And 70% of companies claim that they are successful in attracting and retaining diverse employees. But if these same companies are asked what diversity and inclusion actually are, only 11% seem to understand the difference.
That’s a shame because companies that embrace diversity and inclusion in all aspects of their business statistically outperform their peers and drive innovative results. Before we discuss how companies can do this, let’s start by explaining what diversity and inclusion in the workplace are.
What is diversity in the workplace?
Companies that implement diversity in the workplace employ a diverse team of people who reflect the society in which the company exists and operates. They empower people by respecting and appreciating what makes them different. Members of a diverse team of people can differ in terms of age, ethnicity, religion, disability, sexual orientation, education, and national origin.
In a workplace that embraces diversity, these differences can be explored in a safe, positive and nurturing environment. Only when diversity is fully embraced—when companies recognize the differences in people and learn to respect and value each individual irrespective of their background—can the power of diversity be unleashed and the benefits reaped.
What is inclusion in the workplace?
Although it’s often thought that diversity and inclusion are the same thing, inclusion is a concept of its own. It can be described as the achievement of a work environment in which all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the success of the organization. While diversity refers to the traits and characteristics that make people unique, inclusion refers to the behaviors and social norms that ensure people feel welcome.
Inclusion in the workplace is important because it makes people feel respected and valued for who they are. They feel a level of supportive energy and commitment from others, which enables them to do their best at work. People working in inclusive organizations feel very motivated, often function at their full capacity and feel that they are part of the organization’s mission. Although they are two different things, inclusion is necessary for diversity efforts to succeed, and an inclusive workplace is beneficial for employee engagement and productivity.
The benefits of a diverse and inclusive workplace
Being diverse and inclusive is not only an ethical and moral responsibility, but there’s also a whole list of benefits to consider:
- It can help you attract the best talent out there and engage that talent effectively.
- Ethnically diverse companies are 35% more likely to yield a higher revenue. For gender diverse companies, this is 15%.
- Companies with a healthy balance of men and women are 21% more likely to outperform their competitors. For companies with a good mix of ethnic backgrounds, this is 33%.
- Teams that are diverse in terms of age, gender and ethnicity make better decisions up to 87% of the time.
- Diversity and innovation go hand in hand; the more diverse the workplace, the more innovative the company.
- Besides, innovation, diversity and inclusion also drive creativity, productivity, reputation, engagement, and the results of an organization.
- It’s easier for diverse companies to enter new markets and be successful in these markets.
- When employees perceive their employer as diverse and inclusive, they actually feel included themselves and perform better.
Textmetrics is here to help
As you can see, the benefits of a diverse and inclusive policy are numerous. And now that you know exactly what both diversity and inclusion in the workplace mean, it’s a lot easier to implement the two in your own strategy. With Textmetrics B1 module you can make sure that you create job vacancies that everyone can understand and attract a diverse talent group. And with the gender check, you can prevent a male/female candidate bias.
But before you go ahead and use these tools, we recommend that you to read Part 2 of this blog: Diversity and inclusion – best practices. Part 2. Best practices for changing the culture of your organization. In this post, we give you four best practices for changing the culture of your organization.
Your company’s customer service department plays a major role in your overall success. That’s because happy customers tend to become repeat customers and will tell potential new customers great things about you. Keeping your existing customers happy usually leads to more profit than constantly having to find new customers. Especially when you consider that unhappy customers usually don’t hold back from leaving you a bad review online.
Nowadays, there are a number of tools and resources to seriously improve your customer service. AI, short for artificial intelligence, is one of them. It can help you respond to customer inquiries faster and increase the quality of your interactions. In turn, these improvements help you increase customer loyalty and improve your brand reputation.
The use of chatbots
An increasing number of companies use chatbots as customer service agents. These chatbots handle various tasks, like troubleshooting and interacting with potential clients. There are some major advantages of replacing human employees with AI powered bots. They can, for example:
- help a large volume of customers 24/7;
- help identify a customer’s needs and forward the customer to the right expert within your company;
- proactively start conversations with customers, helping them find their way throughout the customer journey.
A chatbot is on call 24/7 and answers within seconds. This means that customers don’t have to wait for human employees to become available on the phone or answer their questions on WhatsApp, social media, or email. This will definitely help you improve your customer service experience. Naturally,, it helps your customer service employees as well. They have more time to handle the more complex cases that a chatbot can’t solve. Leaving the easy-to-answer questions and the repetitive and time-consuming tasks to chatbots gives your human employees the time they need to keep your most difficult customers happy.
A customized user experience
Another thing you can use AI for is to customize your user experience. AI can help you analyze customer data and tailor products to your customers’ needs. In the past, once a customer had purchased a product from a certain category, you would likely promote other products from that same product category. After all, they had shown an interest in that product category, right? Well, not necessarily. There’s a good chance that they were just interested in this one product.
AI can analyze large chunks of data at once from different sources. Imagine being able to offer your customers products or content that you know they are actually interested in. Let AI help you generate more comprehensive customer profiles that actually tell you what your customers are looking for. Knowing your customers’ specific needs, their personal buying behavior, and preferred channels of interaction can significantly improve customer loyalty and satisfaction.
Anticipate customers needs
These days, more than half of customers expect companies to anticipate their needs. And the same number of customers complain that customer service departments don’t answer their questions fast enough or don’t provide the easy service they are looking for. How do you know what a customer might want before they even pick up the phone? And how can you answer them faster without having to hire a huge number of extra employees? That’s where AI comes in. It offers the right technologies to bridge the customer expectation gap.
At Textmetrics we use AI and Machine Learning to help you improve your customer service. With the tools we offer, you can:
- guide your customer service employees when they are talking to customers;
- make sure your employees represent the brand identity and follow your company guidelines;
- analyze chats, emails, and conversations to improve the performance of your customer service employees.
With the right tools at hand, AI can supercharge your customer service. It’s a promising technology that can significantly increase your overall customer satisfaction.